Hey @Jinglebells thank you for joining our community forum!
It is odd that you get no updates from customer support, we are on top of our emails and replies - did you check your spam folder for a reply?
In any case, your wait should be over very soon - we started filling orders in a first come first serve basis last week, and we are ramping up production and shipping this week, with the plan to fulfill all backlog orders by the end of this week. This means you will get an email from us with the shipping tracking link some day this week, and probably receive the device either towards the end this week or early next, depending on how long shipping takes.
Hi Jack thanks for the fast response. Unfortunately no response from either of my emails. Glad to hear shipping has started and that it should be maximum a couple of weeks.
Apologies for the lack of response via email… I guess it’s possible that they must have been missed somehow? In any case, yes, a couple of weeks max sounds about right. Depending on when you placed your order, you might get your unit shipped early next week, but no later than that.
If you don’t get any shipping email by early next week, please do follow up and send me your order number via DM so I can look into it and make sure everything looks good.
We began shipping yesterday in small quantities and will be ramping up during the coming days. As soon as your order ships, you’ll receive an email containing your tracking ID.
we are ramping up production and shipping this week, with the plan to fulfill all backlog orders by the end of this week.
I have confirmed that this is a lie. It has not been shipped yet.
Foundation is either extremely incompetent or dishonest, as it has failed to keep its short-term promise.
If you don’t understand that, it’s your lack of ability. Please go back and read the text. My order has still not been shipped.
In other words, it objectively shows that they are clearly dishonest or lazy because they haven’t kept their promise. I’m glad you uploaded the meaningless photo.
Hey @LaRuLaLa, nothing of what I said was a lie. Production has started ramping up and units have started shipping, you can see a customer that just got their unit shipped in this other post Finally, the Shipping Start Email Has Arrived. I said our plan was to fulfill all orders last week, but we unfortunately weren’t able to hit our goal of shipping all pending units last week.
I also see you intentionally ignored
as only one week has passed, and also
as we are fulfilling shipments in first come first serve basis, and we will continue fulfilling orders this week until we run through our backlog of orders.
Please reach out to hello@founation.xyz with your order number and they will take care of cancelling your order if that’s how you want to proceed. Thank you!
What a great excuse. Thank you for not admitting that Foundation lied and showing us that they are not trustworthy.
The statement that “some people have received it” does not refute it in any way.
Again, I’m sorry you feel that way. We can only provide you with the information that we have, which is what the factory provides us with. We gave you the most accurate estimates we had at the time you asked, as well as proof that our words were true - people are starting to get their emails and devices.
In any case, if you want to, feel free to DM me your order number and I will check and see where it stands in line to try and provide you with the excat day of the week you should get your email in, based on current production estimates.
Your unit should be shipped soon anyway, as should all the remaining ones. However, if you feel like you no longer want your device and want your money back, you can always email hello@foundation.xyz and they will be happy to help you with that.
Hi, feeling very frustrated having ordered my Passport Core on 31st July and still have not received it. More frustrating is that I have emailed many times and have had only one reply from Ben on 13th August that the device will be sent within 5-7 days. I have had no updates since and feeling very unsure I have ordered the right product. I would appreciate some communication.
Good morning Sally!
If you could please email me at hello@foundation.xyz with your order number, I’d be happy to look into your order status and provide an update. I’ll check and see where you stand in the queue.
Terrible customer service. Was told 10 business days, 5 days ago, now told it’s another 7-10. By then it’ll likely be another delay or excuse. If you are serious about securing your wallet, I don’t think this is the company for you. Shady all around, and varying answers depending on which customer service person you get to respond. They will also ignore half of your questions and just answer 1 part and call it a day. Very strange, they must have other jobs as their primary because there’s no consistency. Try to support an American small business but based on my experience you’ll be better off with a competitor like ColdCard or BitBox. Just get an established brand unless you want to spend hundreds of dollars to wait a month to get a product that ends up having firmware issues (see other posts on here). Seems like the SD cards sent by Foundation are crap if they are recommending customers try different SD cards for the updates and that is the fix…
Sorry to hear that we have not met your expectations @n.mander12.
At each and every interaction with our customers, all we can do is provide the most accurate information available at that time. Due to multiple manufacturing constraints, we have not been able to ramp our production as quickly as initially anticipated, resulting in longer than expected wait times and shipping estimates.
Ever since Passport Core has been in a situation where it is not shipping next business day, we have clearly stated the expected timescales on our website, and at checkout.
If you’d like us to process a refund for your device before it ships, please feel free to email customer support and a member of the team wil be happy to help.
I got my Passport Core Stealth in one of the first wave(s) and it’s great. Zero issues at all — firmware updates were rolling out every few days, too. Would much rather support Foundation over a foreign company.
Open Source + Coldcard Architecture (but better) really makes it. Way easier to use over Bitbox (terrible buttons/screensize/input method), and Coldcard can be very confusing for normies.
Thanks for what you guys are doing. Sorry that some impatient people are getting mad over what will soon be a thing of the past once you get through the backlog.
Looking forward to being one of the first users on the new Prime — can’t wait for news on that!
